ISS 2020 Vision Future of Service Management | Page 91

• User engagement: The degree to which users wish to be involved in the service
delivery in order to ensure a tailoring according to their specific needs. High user
engagement comes from users who require the right knowledge, platforms, tools
and opportunities from service providers that enable them to fulfil their own
individual needs, expectations and ambitions. Low user engagement goes along
with minimal involvement from users, however they still require service providers
to fulfil their needs, expectations and ambitions, but they accept a lower level of
tailoring as a trade-off for not wasting time and thought capacity.
• Service automation: On one side of the spectrum, high automation refers to a
preference for service provision based on integrated technologies, systems and
processes. On the other side, we have preference for the personal service with a
human touch.
Service archetypes are context specific. Meaning, users may adopt different personas given
the type of service in question and the circumstances in which it is delivered. FM service
providers have categorized users based on their work styles. They should learn their service
preferences. Such as, do end-users require the human touch or do they prefer automated
solutions?
It will be important for service providers to develop service solutions that can accommodate
all groups in a way that that helps end-users complete their work tasks and add value to the
core organization – the buyer (see section 3.6 on the buyer-user dichotomy). The challenge
lies in designing services that appeal to the needs and expectations of all groups. Some of the
key considerations to be addressed in subsequent sections are as follows:
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How does each emerging service archetype define excellent service?
What are the service expectations of each emerging service archetype?
What does the user journey look like for each emerging service archetype?
What touch points are necessary for each emerging service archetype?
What talent or competencies are required to service each emerging service
archetype?
• What partnerships are required for each emerging service archetype? What
emerging sourcing models are most appropriate?
• How do you achieve a high degree of employee engagement among each
emerging service archetype?
The following takes a look at end-users as employees and addresses the service challenges
and opportunities related to various archetypes and profiles in a given setting.
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